SUMMARY:

• 15+ years of professional technical management in IT field emphasizing Desktop Support, Windows Administration, and Data Center Computer Operations support. Received continues career promotions. Combine strong analytical, troubleshooting, and technical acumen with leadership and team - building skills to consistently deliver productive technological solutions. Can offer solid interpersonal and communication skills as well as demonstrated ability to manage multiple priorities in fast-paced, customer-orientated environments.
• Desktop Support & Solutions Data Center Management
• Technical Support & Troubleshooting Staff & Customer Relationships
• Team & Project Management Research & Analysis
• Reports & Documentation Tracking & Report Distribution
• Quality Control Standards Regulatory & Compliance Standards
• Directed Desktop Support staff recognized for being ranked the number one L2 desk in the GE Cincinnati, OH area providing excellent service to internal/external customers.
• Experienced in managing mainframe and distributed batch cycles interrupted by network outages and making necessary instream JCL adjustments as needed.
• Independently solved complex issues relating to unpredictable scheduling of incoming customer transmission data to be processed on mainframe/distributed platforms.
• Partnered with NT system, database, SQL, and SAP administrators to facilitate processing of data utilizing Windows 2000, mainframe FTP, and other platforms.
• Proudly served in United States Army

TECHNICAL SKILLS:

Hardware: Imaging of Windows machines, Sysplex Mainframe, IBM VTS Libraries, TCP/IP, STK Tape Libraries, IBM 3380 and 3390 drives

Mainframe Applications: FTP/Data Integrator, Advanced CA 7/CA 11/SDSF Scheduling and Job Management.

Operating Systems: OS/390, Z/OS, MVS/ESA, MS Windows 2000/NT, Windows XP, Windows XP, Windows 7, 8, and 10

Programming Languages: Visual Basic, SQL, JCL, Easytrieve, and HTML.

Software: MVS/ESA, MVS/XA, SMP/E, JES2, TSO/ISPF, JCL, HCD, RDS, HSC, VSM, ExLM, ExPR, CA products, FDR, FDR/PAS, ESCON Manager, RACF, ESCON, FICON SAP, Veritas, MS Word/Excel/PowerPoint, and NTS.

Application: Microsoft Office Troubleshooting, Systems Center Operations Manager, Azure, Datadog, ServiceNow, Capacity Performance Manager, Autosys Scheduling Application, MS Exchange 2003, Active Directory Administration, Office365, Parallel Sysplex, Autosys, VHD, Alchemist, Document Direct, TMONS/MVS, and Wireless Network Management.

PROFESSIONAL EXPERIENCE:

Confidential (Buford, GA)

IT Support Engineer

Responsibilities:

• Establishes and maintains network user accounts, user environment, directories, and security.
• Administration of Windows systems running Windows MS Server (2012, 2008)
• Setup PCs, Macs, and mobile devices for new employees as well as update and load new computer images on end user laptops and desktops
• Provide internal and remote help desk support via phone, web, and/or in-person using Remedy ticketing system for issues related to desktop software, hardware, Windows, Office, network, IE, Chrome, Firefox, applications, file share, printer, peripherals, etc. following issues through resolution
• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• VMWARE ESXI 6.0 Administrator ensuring that optimal health is maintained
• Shared responsibility for technical research and development to enable continuing innovation within the infrastructure. Ensures that system hardware, operating systems, software systems, etc. are functional within established parameters
• Responsible for maintaining warranties, software license usage, service agreements, and equipment inventory
• HPA MSA 1040 SAN STORAGE - Identify user virtual storage solutions and address alerts
• Automate Windows/Server administration tasks where appropriate via Powershell

Confidential (Kennesaw, GA)

Administrator

Responsibilities:

• Utilize Microsoft System Center, Azure, Datadog, and Pager Duty to proactively identify application and system wide issues to minimize occurrence or duration of issues.
• Respond to internal and external customer concerns regarding issues accessing critical tax filing applications and systems.
• Stand up bridge to assist in triage of these issues to determine if the origin of the issue is application or network specific
• Generate shift System Center Operations Manager reports and clear out C Drive on server when it fills up.
• Utilize Service Now to enter critical tickets, identify current changes that could affect the environment, and track progress of current issues.
• Draft and test departmental procedures and utilize Sharepoint 2010 as a central location for procedures and creation of various other departmental processes and forms

Confidential (Cincinnati, OH)

Senior Systems Engineer - Site Lead

Responsibilities:

• Lead L2 Desktop Support Service Desk recognized for providing excellent Microsoft Windows and Application support service to approximately 800 internal/external customers.
• Provided dynamic customer service solutions
• Track team tickets submitted into Service-now ensuring SLA requirements are met.
• Provide weekly reporting of required statistics relating to issues and trends for the week.
• Depended upon to escalate impacting issues coordinating requisite resources to facilitate timely solutions with responsible L2/L3 teams.
• Responsible for decreasing department downtime by over 80%
• Proficient in ITIL best practices
• Provided application support to MAC OSX users relating to Office, application support, and operating system issues

Confidential (Lynn, MA)

Systems Engineer

Responsibilities:

• Consistently closed out over 80% of all received issues
• Developed strong relationships with the GE Aviation client we support.

Confidential, (Atlanta, GA)

Hardware Technician

Responsibilities:

• Consistently achieved great reviews from clients happy with the results of my work.
• Due to my performance, earned several additional significant territories.

Confidential ( Columbus, GA)

Data Center Supervisor

Responsibilities:

• Was recognized for my ability to transform teams in disarray and disharmony into a cohesive team with mutual respect for each other
• We achieved the highest resolution rate for our department regarding failed mainframe and distributed jobs.

Confidential

Senior Computer Operator

Responsibilities:

• Chaired daily IT division problem management meeting accountable for meeting with appropriate resources to identify root causes and solutions of mainframe batch/distributed failures of the previous day.
• Provided automated solutions for enterprise wide applications including billing, data transfers, Oracle, backups, and SAP
• Solved complex event driven scheduling issues that were critical to key projects.
• Provided leadership to other team positions and was counted on for documentation for various Datacenter processes and procedures.
• Performed NOC monitoring duties via Sitescope, Tivoli, Netcool, and others